Journal article
Transforming healthcare service experiences through AI: Capabilities, ecosystems, and implications
Business horizons, Vol.First online, pp.1-24
05/2026
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Abstract
Healthcare providers face mounting pressure to deliver more personalized, efficient, and accountable services, yet many struggle to translate advances in artificial intelligence (AI) in improved patient experiences. This article argues that AI’s transformative potential in healthcare lies not in technology alone, but in how it is designed, governed, and embedded within service experiences. Drawing on service management and service ecosystem perspectives, we develop a conceptual framework that explains AI-enabled healthcare services across three interrelated dimensions: service personalization; service intelligence and evolution; and service outcomes and stewardship. We contend that AI-enabled service innovation in healthcare is increasingly facilitated through modular, turnkey solutions rather than bespoke AI development. At the same time, AI innovation is shifting to the patient level through wearable devices and in-home monitoring technologies, extending service experiences beyond traditional clinical settings. Together, these developments introduce new managerial challenges related to interoperability, governance, and accountability across the healthcare ecosystem. We outline a set of organizational capabilities to address these challenges and offer actionable guidance for managers seeking to harness AI to strengthen service value co-creation in provider–patient relationships.
Details
- Title
- Transforming healthcare service experiences through AI: Capabilities, ecosystems, and implications
- Creators
- Rens Scheepers - Deakin UniversityMichael T. Ewing - Southern Cross UniversitySandeep Reddy - Deakin UniversityJacob L. Cybulski - Deakin University
- Publication Details
- Business horizons, Vol.First online, pp.1-24
- Publisher
- Elsevier
- Identifiers
- 991013379647202368
- Copyright
- © 2026 Kelley School of Business, Indiana University.
- Academic Unit
- Faculty of Business, Law and Arts
- Language
- English
- Resource Type
- Journal article